Responsible Gaming at newpuck

1. Age Restriction Policy

newpuck operates a strict 18+ only policy. No person under the age of 18 years is permitted to open an account, make a deposit, or place any bet on our platform. This policy applies without exception to all players accessing newpuck from Bangladesh and any other jurisdiction.

During the account registration process, all players are required to confirm that they are 18 years of age or older. newpuck reserves the right to request documentary proof of age at any point during the account lifecycle, including before processing any withdrawal. If a player cannot satisfy our age verification requirements, their account will be suspended and all funds held pending investigation.

We take age verification seriously because gambling by minors carries significant psychological and financial risks. Our KYC (Know Your Customer) process includes cross-referencing the date of birth provided at registration against the identity documents submitted, which may include the Bangladesh National Identity Card (NID), passport, or driver's licence.

2. Know Your Limits

Healthy gambling means treating newpuck as a form of entertainment with a fixed, affordable budget — not as a way to generate income or recover financial losses. Before you play, we encourage every player to follow these principles:

• Set a budget before you start. Decide in advance the maximum amount in BDT you are comfortable spending in a session. Treat this as the cost of entertainment, not as an investment.
• Never chase losses. If you have spent your budget and lost, do not deposit more money in an attempt to win it back. Chasing losses is one of the most common patterns of problem gambling and almost always leads to greater losses.
• Only gamble with money you can afford to lose. Do not use rent, household funds, savings, or borrowed money to fund your gaming activity on newpuck.
• Take regular breaks. Use the session time limit and reality check tools built into your account to interrupt extended gaming sessions and regain perspective.
• Balance gambling with other activities. If newpuck is the primary activity you look forward to each day, that is a warning sign worth paying attention to.
• Avoid gambling when emotional. Do not gamble when you are stressed, depressed, anxious, or under the influence of alcohol. Emotional states impair decision-making and increase the risk of harmful play.

3. Player Protection Tools

In addition to the tools highlighted in the feature cards above, newpuck supports the following player protection measures. All tools are available free of charge and can be activated by contacting our support team at support@newpuck or via the live chat function within your account dashboard.

3.1 Loss Limits

In addition to deposit caps, you may set a maximum net loss limit per day, week, or month. Once your net loss reaches the threshold you have set, your account will be temporarily restricted from further betting activity for the remainder of that period. Loss limit reductions take effect immediately; increases require a 7-day review period.

3.2 Wager Limits

You can restrict the maximum single-bet or total wagering amount permitted on your account across any rolling 24-hour, 7-day, or 30-day window. This is particularly useful for players who want to enjoy casino games or cricket betting on newpuck without risking large sums in a short period.

3.3 Account Pause

If you need a longer break than the standard time-out periods allow, you can request a full account pause for any custom duration between 30 days and 6 months without permanently closing your account. During an account pause, all marketing communications from newpuck are automatically suspended and you cannot log in or make transactions.

4. Self-Exclusion Options

Self-exclusion is the most powerful responsible gaming tool available on newpuck. It is designed for players who recognise that their gambling has become or is at risk of becoming a problem, and who want newpuck to actively prevent them from accessing their account for an extended period.

4.1 How Self-Exclusion Works

• Self-exclusion can be requested for a minimum period of 6 months, up to a maximum of 5 years, or on a permanent basis with no option to reopen the account.
• During the self-exclusion period, your account is fully locked. You cannot log in, deposit funds, or place any bets on newpuck.
• All pending withdrawal requests at the time of self-exclusion are processed and paid out to your registered payment method within the standard processing window.
• newpuck will immediately suspend all promotional and marketing communications to your registered email address and phone number for the duration of the exclusion.
• Self-exclusion is irrevocable for its full duration. We cannot lift a self-exclusion early, regardless of the reason. This is by design — the purpose of the tool is to create a meaningful barrier during a vulnerable period.

4.2 Requesting Self-Exclusion

1. Contact Support Email support@newpuck with the subject line "Self-Exclusion Request" or use the live chat in your account dashboard. Include your registered email address and your preferred exclusion duration.
2. Identity Confirmation Our team will confirm your identity using the details on your account before processing the exclusion. This step typically takes less than one hour during support hours.
3. Exclusion Activated Once confirmed, your account is locked within one hour. You will receive an email confirmation stating the exclusion start date and end date (or "permanent" if applicable).
4. Pending Withdrawals Processed Any balance remaining in your account at the time of exclusion will be paid out to your verified payment method (bKash, Nagad, Rocket, or bank account) within the standard withdrawal window.

5. Recognising Problem Gambling

Problem gambling can develop gradually. Many people do not recognise the warning signs until their gambling behaviour has already begun to cause harm. Below is a checklist of common indicators. If you answer "yes" to several of these questions, we strongly encourage you to reach out to our responsible gaming support team or a professional counselling service.

7. Protecting Minors

Preventing access by persons under 18 is one of newpuck's most serious obligations. In addition to our age verification process at registration, we recommend that adults who share a device with children or teenagers take the following precautions:

• Never share your newpuck login credentials with any other person, including family members.
• Always log out of your newpuck account when you leave a shared device unattended.
• Consider using device-level parental controls or content filtering software to prevent minors from accessing gambling websites on shared computers, tablets, or smartphones.
• Keep financial information — including bKash PINs, Nagad PINs, and bank account credentials — private and out of reach of children.
• If you discover that a minor has accessed your account or created their own account, contact newpuck support immediately.

8. Our Commitment to Responsible Gaming

newpuck is committed to being a safe and responsible platform for adult players in Bangladesh. We understand that gambling carries real risks, and we take seriously our responsibility to mitigate those risks through robust player protection policies, transparent information, and accessible support tools.

Our responsible gaming programme is reviewed and updated on a regular basis. We train our customer support team to identify potential signs of problem gambling in player interactions, and we monitor account activity patterns for indicators that may suggest a player needs proactive outreach from our responsible gaming team.

We believe that long-term, sustainable enjoyment of newpuck's casino games, slots, and BPL cricket betting depends on every player remaining in control. A player who gambles responsibly — within their means, for entertainment, with clear limits in place — is the kind of player we want on our platform. newpuck is not a vehicle for financial gain; it is a platform for safe, enjoyable gaming in a secure and transparent environment.

If you have feedback about our responsible gaming tools, policies, or approach, please contact us at support@newpuck. We welcome suggestions and are committed to continuously improving our player welfare standards.